Category Archives: customer journey

JCPenney has been in the news a lot lately. Although still a beloved brand with millions of Americans, it’s a brand that has become a little dusty and tired. In fashion, it seems like all the brand love and energy these days … Continue reading →

Brand perceptions are built on reactions to experiences with a brand. As such, changing the experience is a powerful way of changing brand perceptions and behaviors. Although the phrase “experience design” has traditionally been applied to digital experiences, the practice … Continue reading →

Instagram is an app that allows users to take, adjust and share photos–pretty simple and straightforward. Despite (or maybe because of) its simplicity, Instagram has gotten a lot of traction in the time it’s been available, to the tune of … Continue reading →

It’s been almost two weeks since Google acquired Zagat, creator of those little burgundy guides to local restaurants, rated by actual customers. Since then, there’s been no end to the speculation regarding the acquisition: a good deal, a harebrained deal, … Continue reading →

As a long-time Apple fan, I followed a live blog of Steve Job’s keynote speech at the Apple Developer’s Conference yesterday. By then, the world knew most of the Apple news: iCloud and a new operating system plus a few … Continue reading →

The sales cycle is a classic framework that has been around for a long time. You can find versions that are more complicated than this, but I like this one. For me, this is the simplest way of breaking down … Continue reading →